Service Delivery Associate

6 months ago


Birmingham, United Kingdom The Economist Group LTD Full time

Introduction:
**Introduction**

The Economist Technology team delivers the tech which brings The Economist to life for millions of avid readers, podcast listeners and content watchers. You will join our team at a time when the demand for excellence in our digital customer experience is higher than ever before. You will join a profitable, responsible business with a brand and culture that you can be proud of and with every opportunity to deliver success for the Group and yourself.

We are seeking a Service Delivery Associate. You will be dedicated to learning about technology management and will provide first class support for our growing service management capability. If you are a collaborative team member with a practical, can-do attitude and would like to join our fantastic team, we would love to hear from you.

As part of this role you may expect to occasionally be available during non-standard working hours.

Accountabilities:
**Accountabilities**
- **
Strategic**
- Contribute to delivering our service management strategy
- Build strong relationships with engineers and business stakeholders
- **
Operations & Support**
- Take ownership of ticket queues
- Track, report and manage SLAs for incident response and resolution
- Provide triage for new production incidents.
- Complete post incident reviews for high impact incidents
- Identify opportunities to improve support
- Collaborate with Customer Service and Engineering teams on tickets
- Document processes and knowledge base articles
- Support the transition of new services and features into BAU support
- **
Continued Service Improvement**
- Be able to interpret data to identify opportunities for service improvement
- Contribute to reporting and the development of service dashboards
- Support the use of automation and AI to streamline processes

Experience, skills and professional attributes:
**Relevant Skills and experience**

General Experience & Interests
- Experience of working in a technology service desk environment
- Experience of working independently, and following instruction when needed
- Experience of using technology monitoring software and tools such as JIRA
- Experience of major incidents and problem management

Competencies
- Be customer focussed
- Have an interest in digital media and publishing
- Be able to demonstrate good judgement and decision making
- Demonstrate attention to detail and accuracy
- Be well organised, but able to flex and change priorities when needed
- Great communication skills and the ability to build relationships across teams
- Ability to interpret technical information
- Qualifications_
- ITIL V4 Foundation certificate desirable



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